Quick Guide to Offshore Call Center Outsourcing in the Philippines

Managing an inbound call center can be an overwhelming task especially in the present business climate riddled with ever-increasing equipment and wage costs and challenges in recruitment and technology.

For this reason, many companies find that best option to manage their call center operations is to let a team of specialists in offshore locations, such as offshore call center companies in the Philippines, to take over the job.

With BPO companies in the Philippines, enterprises do not have to deal directly with the challenges of call center management and are now able to re-focus their resources to their core business activities.

Offshore call center firm in the Philippines, being a preferred service provider, has all the resources and capabilities necessary to handle the most demanding call center needs effectively and efficiently.

BPO companies offer 24×7, multi-lingual offshore inbound call center outsourcing services for enterprises of all sizes in different countries and across a range of industries such as communications, internet service providers and retailers, financial services, health care, direct response marketing, travel and hospitality, software and hardware, among others.

What can inbound call centers do?

call center companies can create service packages for clients to provide performance of various tasks such as customer care, technical support, directory assistance, order taking, order fulfillment, billing and payment processing.

Call centers in the Philippines may also handle insurance claims, loan applications, membership subscriptions, account registration and management, travel reservations, sales, pre-sale and post-sales assistance, up selling and cross selling, direct response services, and many other such tasks.

How Each Call Counts

To customers, a call center provider is an extension of the client’s business and this is why delivering quality service on each call is important. A positive customer experience received from interaction through an inbound call center directly affects the perception of the customer about the client’s business as a whole because the client and the call center company is not separate in the minds of customers.

Customers are satisfied when call center agents are able to help them or resolve their issues in the quickest time possible. Two elements must come into play to achieve this – quality and speed, both of which a call center agent acquires and develops through training, product/service knowledge, effective use of available tools, and adherence to quality standards.

Considerations

When choosing a contact center provider, a company should consider two important factors – technology and human resources. Look at the investment of the contact center in these two areas, because the quality of these elements are critical to the delivery of quality customer service.

Technological infrastructures used by call center firms are the state-of-the-art but cost-effective. The client must choose a call center firm that can meet the demands of their call center operations.

The typical requirements of call center technology are reliability, scalability, and security. The ideal BPOs should utilize technologies that meet all three requirements.

Human resources in the call center outsourcing in the Philippines are the foundation for success. Call center providers ensure that only qualified individuals get to fill positions as call center agents and support staff, which includes supervisors, quality assurance, coaches, and IT support.

An effective and productive call center provider is the one that invests in its people, which means the organization is not only focused on hiring the best people but in training and keeping them.

To learn more about our industry-specific BPO capabilities please contact us by calling +1-310-844-7805 or by filling out our inquiry form. We look forward to hearing from you.